Head of Customer Success Full Time NEW

Fliplet is a fast-growing no-code / low-code app-building platform used by over 60 leading law firms and professional services organisations globally.

We enable teams to build powerful mobile and web apps without traditional development effort — combining the speed of no-code with the flexibility of enterprise-grade configuration. Today, over 120,000 users across 20+ countries rely on Fliplet every month.

We’re at an important stage of growth: the product is proven, the client base is sophisticated, and the next phase is about operational excellence, consistency, and scale.

Role: Head of Customer Success (Operations & Enablement)

Mission

To own and run the Customer Success engine end to end — ensuring predictable delivery, measurable adoption, and scalable CS operations that support Account Management-led renewals.

This is an ops-led CS leadership role, not a relationship-only or renewal-owning position.

What You’ll Be Responsible For

• CS metrics & performance ownership (non-negotiable)

You will define, own, and report on the CS input metrics that underpin retention and expansion, including:

• CSAT
• License Consumption Percentage (LCP)
• Customer Health Scores
• Service Day utilisation & ROI
• Adoption depth and time-to-value
• Delivery predictability and quality

You Are Accountable For

• setting targets
• tracking performance
• explaining variance
• driving corrective action

You Will Also

• Own the Customer Success data layer within the CRM (ideally HubSpot), ensuring CS metrics, health signals, reporting, and workflows are accurate, maintained, and consistently used as a source of truth.

Align CS Objectives With

• CS methodology, systems & tooling
• Own and continuously improve Fliplet’s CS methodology
• Define and maintain:
• playbooks
• templates
• workflows
• AM ↔ CS handoffs
• Ensure consistency across accounts without unnecessary bureaucracy
• Translate strategy into repeatable execution
• Service Day delivery ownership
• Own the end-to-end delivery of Service Day work
• Ensure projects are:
• correctly scoped
• commercially viable
• delivered to a consistent standard
• Protect Service Days as a value lever, not just a delivery resource
• Team leadership & development
• Lead, coach, and performance-manage the CS team (Senior & Junior)
• Set clear standards for:
• delivery quality
• client outcomes
• professional behaviour
• Develop skills pathways and progression
• Build a high-accountability, low-drama culture
• Goals, OKRs & performance cadence
• Own CS goal-setting and OKRs
• account strategy
• Elevate (KPI) operating model
• company priorities
• Run a clear performance cadence:
• weekly metrics
• monthly reviews
• quarterly planning
• Adjust plans based on data, not intuition

• Capacity & resource planning
• Own CS capacity forecasting and planning
• Identify pressure points early
• Make and communicate trade-offs clearly
• Cross-functional leadership
• Work closely with:
• Account Management (renewals & commercial strategy)
• Support (trend analysis, escalations)
• Product & Engineering (feedback loops, prioritisation)
• Act as the escalation point for complex client or delivery challenges

What This Role Is NOT

• ❌ Owning renewals or revenue targets (AM-led)
• ❌ A “relationship-only” CS role
• ❌ A delivery coordinator
• ❌ A consultant-style advisory position

What Success Looks Like (12 Months)

• CS metrics are clear, trusted, and used in decision-making
• AMs have confidence in CS inputs going into renewals
• Service Days are predictable and ROI-driven
• Delivery quality is consistent across clients
• Capacity issues are forecast, not reactive
• The CS function runs without constant senior intervention

Required

Experience we’re looking for

• Led Customer Success or CS Operations in a B2B SaaS environment
• Owned CS metrics, OKRs, and reporting
• Experience with service-day / consulting / professional services models
• Strong operational background: capacity planning, process design, reporting
• Proven people leadership and performance management experience
• Comfortable owning accountability without owning revenue

Attributes

• Operationally minded, not fluffy
• Comfortable making decisions and trade-offs
• Clear communicator who creates alignment
• Data-driven, outcome-focused
• Calm and credible under pressure
• Values consistency, quality, and continuous improvements